Business Analyst
6 days ago
Job Summary :
The ideal candidate will act as a liaison between business stakeholders and the technical team, translating business requirements into functional specifications with a deep understanding of ITOM modules like Discovery, Service Mapping, Event Management, and CMDB.
Key Responsibilities :
Business Analysis & Requirements Gathering :
- Engage with stakeholders across IT infrastructure, operations, and service delivery teams to gather and document business requirements related to ITOM.
- Translate business needs into detailed functional specifications for ITOM modules including : Discovery , Service Mapping , Event Management, CMDB , Cloud Management, Orchestration Conduct workshops, interviews, and process walkthroughs to understand existing processes and pain points.
ITOM Process & Functional Expertise :
- Define and document use cases, user stories, and acceptance criteria specific to ITOM capabilities.- Partner with solution architects and developers to ensure successful configuration and implementation of ITOM components.
- Support CMDB data modeling, CI classification, and service dependency mapping to ensure accurate IT infrastructure representation.
Platform Implementation & Testing :
- Support Participate in Sprint planning, backlog grooming, and demo sessions within an Agile framework.- Validate implemented features against business requirements and facilitate UAT (User Acceptance Testing).
- Coordinate with QA teams to ensure comprehensive test coverage and defect resolution.
Stakeholder Collaboration & Change Management :
- Serve as the bridge between business and technical teams, ensuring solutions meet operational needs.- Create training material and conduct knowledge sessions for end-users and operational teams.
- Contribute to change management planning to support adoption of ITOM processes.
Reporting & Continuous Improvement :
- Recommend process improvements and platform enhancements to increase visibility, automation, and efficiency in IT operations.
Required Skills & Qualifications :
- 5 years of experience in the ServiceNow ecosystem as a Business Analyst or Functional Consultant.
- Minimum 3 years of hands-on experience with ITOM modules : Discovery, Event Management, and Service Mapping are mandatory.
- Strong understanding of ITIL and ITOM concepts, CMDB structure, CI lifecycle, and infrastructure monitoring.
- Working knowledge of networking, cloud infrastructure (AWS/Azure/GCP), and enterprise monitoring tools (like SolarWinds, Nagios, etc.)
- Experience working in Agile/Scrum environments using tools like JIRA or Azure DevOps.
Preferred Qualifications :
- ServiceNow Certified System Administrator (CSA) - mandatory.
- ServiceNow ITOM Fundamentals / Implementation Specialist - Discovery / Event Management - preferred.- ITIL v3/v4 Certification - preferred.
- Experience integrating ITOM with external tools (e.g., monitoring tools, CMDB sync) is a strong advantage.
Soft Skills :
- Strong analytical and critical thinking capabilities.- Excellent communication, documentation, and presentation skills.
- Ability to lead workshops, influence stakeholders, and drive consensus on ITOM solutions.
- Highly self-motivated with a passion for technology and process improvement
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